SECURE SHOPPING

Merino Baselayers Merino Midweight Tops Men's Merino Women's Merino Merino Accessories Merino-Possum Sweaters & Zipnecks

TERMS & CONDITIONS cont’d....

Exchanges

UK-based Customers wishing to exchange an item for a different size or colour:

• Must notify us by email or phone in advance to ensure the item they want is in stock.
• The item to be exchanged must be returned within 21 days of receipt with labels intact and in the original packaging.  
• Returns must be made at the customer’s own expense.   
• Goods MUST be in a re-saleable condition to qualify for a refund,  unworn, with all tags, identifications intact and with their original packaging.  Missing tags and labels will be taken as an indication the garment has been worn.
• For reasons of hygiene, health and safety, we can only accept the return of boxer shorts and longjohns subject to them being in a new and unworn condition.
• Goods will not be accepted for exchange or refund where they have been worn or washed.
• Goods will not be accepted for exchange or refund if they are marked or stained by strong perfumes, aftershaves and deodorants, or bodily secretions.
• No postage charge is made for exchanges for UK customers.

Returns from outside the UK

All returns must be made at the customer’s own cost and by their own country’s Recorded delivery service. We do not accept responsibility for returned goods which are lost or damaged in transit.   In the event of fault, the cost of postage for return will be refunded and the faulty item will be replaced at no extra postage cost, or refunded.

Where a customer wishes a different size or colour, they should return the item for a refund, subject to  the conditions stipulated in Exchanges above, and re-order as appropriate.

Returns for Fault

In the event of a fault, we offer a returns money back guarantee including postage costs.  Please note that should you choose to use Next-Day delivery we will only refund the cost up to Royal Mail recorded delivery cost.  

We do not accept returns for fault where damage has been caused by misuse, e.g. wearing a garment when it is too small, subjected to abrasion, washed incorrectly, etc.

Notification Prior to Return

All returns should be notified and agreed with us before posting . Please contact us by email giving your invoice reference and your reason for returning the goods.  We will then contact you with a returns reference number. Goods must be returned within 21 days from receiving your order when they will be assessed and refunds made subject to their condition.                                                                                                                       

Cancellation of your Order

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery.

To cancel this contract, contact us in writing either by letter or email stating the order number and giving your clear instruction that you wish to cancel the order. If we have already shipped your order, you will need to securely pack the relevant items and send them back to us at your cost, to the address shown on the original packaging.

If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.  We will refund the relevant part of the purchase price for that order as soon as possible, and in any case within 30 days after we receive your notification.

Returns due to Non-Delivery

With the exception of the Airsure service, all orders must be signed for on delivery and therefore cannot be left without a signature.  We cannot be responsible for orders that are not delivered because there is no-one to sign for them at the address given, or for orders that are not collected from local postal depots.  In the event that orders are returned to us for these reasons, customers will be notified and a Sage Pay  invoice will be sent for the additional postage.  Orders will only be re-dispatched on payment of this invoice.     

These conditions do not affect your statutory rights.

By completing and submitting the  electronic order form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract.   

Payment   

Card payment transactions are made using WorldPay.   For security reasons we do not accept credit/debit card orders over the phone.  In so doing you do not disclose your bank details to anyone in this company.  

You can order safely online. Simply click the 'Add to basket' button at the end of each product. This will add the product to our secure RomanCart shopping basket.

After you have placed your order you will automatically receive an order confirmation from WorldPay. This email is confirmation  that your order has been passed on to us.

Customers with UK Bank Accounts may also pay using the BANK TRANSFER option.  Payment must be made in UK £ and orders cannot be dispatched until payment appears in our bank records.

Please ensure that the email address provided is a valid one.  If we are unable to contact you we reserve the right to cancel your order.  By ordering  from us your consent is assumed to add your email address to our mailing list.  You may unsubscribe from this at any time by emailing us at unsubscribe@chocolatefish.co.uk        

Ordering & Email addresses

We confirm dispatch and tracking numbers by email, as well as notifications should there  be a query on an order.  Please ensure you add our email address to your Address book to ensure important  emails concerning orders are not rejected by spam filters.  

Customer email addresses are also automatically added to our Newsletter mailings.  If customers do not wish to receive these, they can opt   out by clicking on the unsubscribe link on their order dispatch confirmation email.

Stock Availability

Our ranges are specially made for us, and are not mass-produced, therefore  we carry only limited stocks.  If you wish to check stock availability before ordering, you can do this by emailing us at: customersupport@chocolatefish.co.uk.   In the event that an item is out of stock we will let you know when new stock will be available.                                                                                          

Prices

Whilst we make every effort to hold our prices steady, we are at the mercy of exchange rate fluctuations in addition to rises in shipping and manufacturing costs, and from time to time must therefore   reserve the right to increase our prices in line with these rises, which are outside our control.   

VAT

We do not ship net of VAT. As a small company, we are not registered for VAT and do not pass it on to our customers.     It works like this: we pay vat on the cost of manufacturing our products, on the duty paid to bring them in to the UK, and on the shipping costs (yes vat is charged on all of these costs!)  All this has to be factored in to our margins.  If we were registered for vat, we would have to take the vat already paid by us, and add another 20% payable on our margins, and add this to our prices.

Because we are not registered for vat, we do not add the extra 20% and pass it to the customer.  This also means that we cannot ship net of vat, as we haven’t added the extra in the first place.  If and when we have to register for vat, this will of necessity mean an increase our prices :-(                                                                               

Order by Post and Email

We accept orders by post or by email.  If you have a UK Bank Account you may pay by cheque, but goods may not be dispatched until your cheque has cleared. This may take five to seven to ten working days.  We therefore

cannot guarantee that the items ordered will still be in stock at the time of clearance.  Please write your card number and address on the back of your cheque.  Make your cheque payable to: Chocolate Fish Merino LLP and send it to us at:Chocolate Fish, 26 Regent Avenue, Leeds LS18 4NJ, West Yorkshire.

We do not accept cash payments with orders by post.

Orders by email can be paid for using PayPal.  When emailing us, please put the nature of your email in the Subject header of your email, otherwise your message may get  filtered out by our Spam filter.                             

Payment by eCheque

We do not accept payment by eCheque.   

 

If you have any queries, need help, or would like to place a special order please email us at: customersupport@chocolatefish.co.uk.

Please ensure you include a subject in the Subject header of your email, otherwise your message may get filtered out by our Spam filter.    Or you can write to us at: Chocolate Fish Merino LLP , 26 Regent Avenue,  Leeds LS18 4NJ, West Yorkshire, UK                

Merino Baselayers 195 gsm Merino baselayer & tops 260 gsm

260gsm Merino Crews 260gsm Merino Zipnecks 260gsm Merino Hoodies

Men's Singlsts Merino T-Shirts Merino 190 Long sleeve Crews Merino 260 Merino Long-sleeve Crews Merino 190 Zipnecks Merino 260 Zipnecks Merino 260 Hooded Tops Classic wool sweaters

Classic wool sweater Classic Wool Zipneck Merino-Possum Zipneck Sweater

Women's Merino Camis Women's Merino Singlet Women's Merino T-Shirt Women's Merino "Freedom" Leggings

Merino Beanies Merino Balaclava Merino Neckgaiters & Buffs Merino Wool Socks

Merino-possum reviews Merino Possum Beanies Merino-Possum Gloves Merino-Possum Scarves Merino-Possum Socks Merino-Possum Zipneck

MKM Original Wool Crew MKM Original Wool Zipneck MKM Original Merino-Possum Zipneck 36.6 Double Possum range

36.6 Full-zip Gilet 36.6 Zipneck 36.6 Hoodies